In this client-focused position, you will provide outstanding levels of customer service for all external CyraCom International clients. To ensure top-notch service, you will gain in-depth knowledge of company products and programs. Work is performed under direct supervision, using well-defined policies and procedures, and reviewed by a supervisor. In this role, you will take calls while multitasking, work independently and as team, and refer all non-routine issues to a supervisor.

As a Client Services Representative, you will:Manage connecting clients quickly and efficiently to interpreters, while resolving any underlying issues with the client’s use of the automatic call-routing system.Address client concerns professionally, while ensuring timely, effective and long-term problem resolution.Provide timely and accurate information about CyraCom International products and services to current and prospective clients.Manage client databases and departmental reports.Manage the process for client orders, service, and equipment accurately and efficiently.Consistently partner with Account Managers to exceed client service expectations.Perform administrative and clerical duties as needed.Follow all CyraCom policies and procedures related to information confidentiality and ethics.Attend all required training.Use standard office equipment such as telephones, computers, copiers and fax machines.Use spreadsheets and databases to record and track data including MS Office applications, such as Outlook, Word and Excel.All employees are required to perform the following essential functions: demonstrate predictable, reliable and timely attendance; follow written and verbal directions and complete assigned tasks on schedule; read, write and communicate in English; communicate in person and by telephone in accordance with CyraCom policy; learn from directions, observations and mistakes; work independently or as part of a team; interact appropriately with others including co-workers, supervisors and customers; and work with supervision, receiving instructions/feedback, coaching/counseling and/or corrective action.

As a Client Services Representative, you must have:Significant knowledge of CyraCom products and services; ability to coherently and concisely explain products and services to clients.Working knowledge of CyraCom technology underlying products.Knowledge of CyraCom policies, procedures and guidelines and ability to follow them.Ability to constructively represent the company.Ability to react calmly and effectively in emergency situations.Strong attention to detail and accuracy.Ability to work independently and skilled at exercising initiative within the parameter of company policies and procedures.Ability to remain flexible while meeting deadlines in a fast-paced environment.Strong organizational and time management skills and ability to prioritize work and manage competing priorities in an environment with frequent interruptions.Ability to appropriately use initiative and work independently.Ability to operate competently common office equipment, including, but not limited to, computer, fax, copier and telephone system.

As a Client Services Representative, you must be:Skilled in adjusting to rapidly changing circumstances.Skilled at communicating effectively with a diverse client base.Skilled at critical thinking and problem resolution.Skilled at communicating, both orally and in writing.Skilled in establishing and maintaining effective work relationships.Skilled at conflict resolution.Skilled at keeping supervisor informed of problems or issues.Skilled in the use of spreadsheet and database applications as well as Microsoft Office, including Excel, Word, and Outlook.

Additional responsibilities:Develop and submit recommendations to improve and increase the effectiveness of the department.Perform all other duties as assigned.

Minimum requirements:Two years of customer service experience; or directly related equivalent professional experience.Strong MS Office skills including Outlook, Word, and Excel.

Preferred qualifications:Graduation from an accredited college with an Associate’s degree in Business Administration or directly related field.

Working Conditions:

Physical Demands: This position is sedentary, exerting up to 10 pounds of force occasionally and/or a negligible amount of force frequently. This position is required to continuously finger, hear, and see; frequently sit and talk; and occasionally stand, walk, climb stairs and bend/stoop.

Environmental Factors: This position works in an indoor office environment with a quiet level of office noise.

Equipment Operated: Personal computer, printer, fax, copier and telephone equipment.

Duties not listed in this position description may be required of the employee at the discretion of management. The incumbent may delegate all or any of their duties to qualified personnel; however, such delegation does not relieve them of overall responsibility and accountability for the successful conduct of those duties.

Why Work for CyraCom?

CyraCom International, Inc. is the leading provider of language interpreting services and operates the most extensive network of large-scale interpreter contact centers. CyraCom impacts the lives of millions in the United States by connecting those with limited English proficiency to critical services. In business since 1995, CyraCom services thousands of clients throughout the US, Canada, and Europe. The Company was named to the Inc. 5000 list of fastest growing private companies in the United States for a ninth year in a row and eleventh time overall in 2017.

“We make a difference every day.”

CyraCom team members help thousands of people communicate every day by removing cultural and linguistic barriers in all levels of every day conversation. We ensure high levels of accessibility by providing interpretation services over the phone, through video, and on-site at our client locations. We work relentlessly to provide the support and infrastructure necessary to ensure people can communicate at a moment’s notice, because at any time our service could be needed in a life-saving event. Our hundreds of clients span numerous industries, including hospitals, banks, insurers, entertainment companies, and government agencies.

Our employees most often say three things:

Culture: You have the resources of a large company with the flexibility and excitement of a start-up.

Impact: Your contributions matter; people notice the changes and improvements you create.

Meaning: Your work ultimately helps improve the lives of millions in the United States – CyraCom helps those who cannot communicate normally to access to healthcare and other vital services.

Company Culture

We value our employees and believe that an enjoyable work environment is beneficial to all. Here are some ways we contribute to that goal:

We celebrate our diverse workforce.We encourage our employees’ professional and personal growth, including tuition reimbursement and internal promotionsWe provide a “business casual” dress code (with “casual Fridays”).

Benefits Highlights

CyraCom provides a generous menu of benefits from which you can pick and choose what is best for you and your family, including Medical, Rx, Dental, Vision, Life, AD&D, Disability, 401(k), Paid Time Off, Employee Assistance, Employee Referral Program, Tuition Reimbursement, and professional development.

Equal Opportunity Employer

CyraCom International, Inc.’s success is driven by the advantage created by the collective efforts of its employees, and is dependent upon a diverse, inclusive environment that embraces change, new ideas, respect for the individual and fosters an equal opportunity for success. We have zero tolerance for discrimination, intimidation or harassment of any kind. CyraCom International, Inc. is an equal opportunity employer. CyraCom International, Inc. maintains a drug-free workplace.